Director of Call Center Operations (2053)

About Kooner Fleet Management Solutions

Kooner Fleet Management Solutionsis one of the fastest-growing national providers of on-site fleet maintenance, preventative service, andmobile repair solutions.Withnearly adecade of industry experience,Kooner FMS helps fleetsreduce downtime, extend vehicle life, and simplify operationsthroughproactive maintenance programsandadvanced technology.

As afamily-foundedandfield-first company,we take pride in deliveringtrusted partnerships, exceptional service,andinnovativefleet management solutions that keep America’s trucks and trailers road-ready.

About the Director of Call Center Operations Role

The Director of Call Center Operationsis responsible forleading the day-to-day dispatch operations supporting a nationwide fleet maintenance organization. This role oversees a 24/7 global dispatch teamlocatedin the United States and India, ensuring efficient technician scheduling, preventive maintenance compliance, workload balancing, and exceptional customer support across all communication channels.

This position is accountable for developing, implementing, and continuously improving dispatchprocesses and metrics thatmaximize technician productivity, ensure scheduled maintenance compliance and supportnearly 300field technicians andtenField Managers throughout the United States and Canada. The Director of Call Center Operations provides strategic leadership to dispatch managers, team leads, and dispatchers while driving operational excellence through performance metrics, escalation management, and continuous process improvement. This role serves as the key voice and decision-maker for all thingsdispatchacross the organization,representingdispatch priorities, constraints, and recommendations in leadership rooms and company-wide strategic discussions.

WhereYou’llMake an Impact

Dispatch Operations Leadership

• Lead and manage a 24/7 dispatch organization supporting nationwide fleet maintenance operations.

• Serve as the key voice and decision-maker for all thingsdispatchin broader leadership rooms,representingdispatch priorities, constraints, and recommendations in company-wide strategic and operational discussions.

• Ensure all dispatch operations meet established service level agreements (SLAs), response times, and operational performance goals.

• Empower dispatch managers with the authority,data-driventools, and support needed to lead their teams,optimizeworkflows, and sustain measurable performance gains.

Preventive Maintenance Management

• Create, implement, andmaintaina proactive process to ensure all scheduled preventive maintenance is planned, dispatched, completed, andremainscurrent.

• Monitor maintenance schedules to minimize overdue preventive maintenance and maximize fleet uptime.

• Establish reporting and accountability measures to ensuremaintenancecompliance across all service regions.

• Identifyscheduling risks early and implement corrective actions before service commitments areimpacted.

Workforce Planning & Dispatch Coordination

• Ensure technician workloads are planned, balanced, and distributed equitably across geographic territories and service areas.

• Optimizetechnician schedules based on workload, skillset, geography, customer priority, and service level commitments.

• Coordinate dispatch operations supporting morenearly 300field technicians across the United States and one technician in Canada.

• Partner with Field Managers to adjust workload capacity and respond to changing business demands.

Team Leadership

• Provide leadership, coaching, and performance management for:

• US Dispatch Manager

• India Dispatch Manager

• Two US Dispatch Leads

• Three India Dispatch Leads

• Global dispatchersoperatingin a 24/7 environment

• Train and empower dispatch managers and team leads tomaketimely, correct, and decisive decisions independently, minimizing unnecessary escalation for standard operational judgment calls.

• Own headcount planning and justification for the dispatch organization, including staffing models, coverage requirements, and business cases for headcount requests.

• Foster collaboration between domestic and international teams to ensure seamless handoffs, consistent processes, and standardized customer experiences.

Communication Center Management

• Ensure continuous coverage andtimelyresponse across all customer communication channels, including:

• Telephone

• Email

• RingCentral

• Slack

• Microsoft Teams

• Monitor queue performance, staffing levels, response times, and communication quality to ensure customer requests are addressed promptly

Standard Operating Procedures & Escalation Management

• Define, document, andmaintainSOPs for all dispatch managers, team leads, and dispatchers across the U.S., Canada, and India, ensuring consistent communication standards and service delivery regardless of time of day, day of week, or location.

• Own the design and governance of escalation paths across the global dispatch organization, defining clear, consistent criteria for when and how issues are escalated.

• Audit SOP and escalation-path adherence, updating procedures as tools, processes, or business needsevolve.

• Ensure technician workloads are completed daily and proactivelyidentifywork at risk of missing completion targets.

• Escalate unresolved workload, resource constraints, or operational risks to Directorsin a timely manner.

• Lead dispatch issue triage and coordinate rapid resolution of operational challenges.

• Support incident management during high-volume periods, service disruptions, and critical customer events.

Metrics, Analytics & Performance Governance

• Identifyopportunities to improve dispatch efficiency, scheduling accuracy, technicianutilization, and customer satisfaction.

• Partner with Operations and Field leadership to define the KPI and metric framework used to evaluate dispatch, technician, and field performance.

• Build andmaintaindashboards and scorecards that give leadership real-time visibility into technicianutilization, SLA compliance, and queue performance.

• Lead deep-dive reviews and root cause analyses whenever KPIs or SLAs are missed.

• Own and drive corrective action end-to-end when the root cause is dispatch-related (process, staffing, coordination, tools, or communication).

• When the root cause relates to technician behavior, schedule adherence, or field capacity, provide Operations and Field leadership with the data, analysis, and recommendations needed to drive improvement within their organizations.

• Utilize data to drive continuous improvement initiatives and increase dispatch productivity.

• Present KPI results and data-driven insights in regular performance reviews and business updates with senior leadership.

• Partner with IT/BI teams to improve data accuracy, automate reporting, and strengthen dispatch analytics infrastructure.

• Standardize best practices across U.S., Canada, and India operations.

Cross-Functional Collaboration

• Represent dispatch operations as the primary point of contact in leadership and cross-functional planning discussions, ensuring dispatch capacity, constraints, and prioritiesinformcompany-wide decisions.

• Partner with Directors, Field Managers, Fleet Operations, Customer Support, and other operational leaders to improve service delivery.

• Support organizational initiatives, technology implementations, and process enhancementsimpactingdispatch operations.

• Participate in workforce planning and operational strategy discussions.

What Makes You a Great Fit

RequiredExperience

• Bachelor's degree or equivalent experience.
• 5+ years of call center, dispatch, field service, fleet maintenance, or service operations leadership experience.
• 3+ years leading managers and/or supervisors in a multi-site or global environment.
• Experience managing remote teams across multiple time zones.
• Experience supporting large-scale field service organizations (250+technicians preferred).
• Strong workforce planning, scheduling, and resource allocation experience.
• Experience developing operational processes and standard operating procedures.
• Excellent analytical, organizational, and problem-solving skills.
• Experience building, tracking, and interpreting KPIs, dashboards, and operational reports to guide day-to-day decision-making.
• Strong communicationand leadership abilities.
• Experience building staffing models and headcount business cases to justify workforce investment to senior leadership.

Preferred Experience

• Fleet maintenance or automotive service operations experience.
• Call center or customer support leadership experience.
• Experience supporting 24/7 operations.
• Knowledge of dispatch software, workforce management systems, and service management platforms.
• Experience with BI or reporting tools (e.g., Power BI, Tableau, or advanced Excel dashboards) to analyze and present operational data.
• Experience with RingCentral, Slack, Microsoft Teams, and Microsoft Office applications.
• Lean, Six Sigma, or continuous improvement experience.

Leadership Competencies

• Operational Excellence
• Strategic Planning
• Team Development
• Accountability
• Customer Focus
• Continuous Improvement
• Decision Making
• Cross-Functional Collaboration
• Change Management
• Performance Management

Key Performance Indicators (KPIs)

• Preventive maintenance completed on schedule
• Technicianutilizationand productivity
• Daily work completion rates
• Dispatch response time
• Workload balancing by technician and region
• SLA compliance
• Queue response times across all communication channels
• Escalation resolution time
• Customer satisfaction
• Dispatch team productivity and quality
• Employee engagement and retention
• Timeliness and accuracy of KPI dashboards and operational reporting
• SOP adherence and consistency across U.S., Canada, and India dispatch teams

WhyYou’llLove Joining Our Team

• Earn What You Deserve:Competitive base pay starting at$100K plusa performance bonus up to$30K.

• Weekly Paydays:Get paidevery Friday– no waiting around!

• Invest in Your Future: 401(k)with company match.

• Health Benefits that Kick in Fast: Medical, Dental, and Visioncoverage after just30 Days!

• Time to Recharge:Enjoypaid vacation time, paid sick time, and paid holidaysto rest, recharge, and take care of what matters most.

• We’ve Got You Covered: Life & Disability Insurancefor added peace of mind – because we take care of our team on and off the job.

• We’reHere for You:Access to ourEmployee Assistance Programfor support when you need it most –we'vegot your back.

• Grow With Us: Big Career Growth Opportunitiesin a rapidly expanding, forward-thinking organization.

Work Environment

• Standardoffice setting

• Must be able tolift upto10 lbs.

• Must be able to sit for up to 4 hours at a time

Kooner Fleet Management Solutions is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants, free from discrimination and harassment. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.

We celebrate diversity and are dedicated to fostering a workplace where every team member can thrive.

Kooner Fleet Management Solutions participates in E-Verify for employment eligibility verification.

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